DWF

I was notified by my credit card company this morning that SB has credited my account.  The refund included the cruise and airfare booked through SB.  The cruise planed departure date was 5-23.  I requested a refund on 4-16.  So that is 53 days since I requested a refund.  I didn't go through a travel agent or notify the credit card company.

This situation has been handled very poorly by SB.  The crux of the problem has been lack of communication.  I know it's been an unprecedented time for the industry but they should have spent a few thousand dollars and hired a crisis communications consultant.  This would have gone a long way in maintaining customer loyalty going forward.  This would have been my first cruise with SB.  Maybe time will change my mind but I'm not sure I will be doing business with this company in the future.

Thank you JPH814 for tracking all of this-- very helpful.  I regret that we did not get to meet on our planned 5-23 sailing.  

My credit card company notified me this morning that credits had occurred for my shore excursions.  The credits were dated May 13, 2020.  I didn't hear anything from SB.  This was for the May 23 sailing from Lisbon.

6 minutes ago, JPH814 said:

I am a "glass half full" kind of guy:  This email is encouraging because it shows they want to be an ongoing business and are not about to declare bankruptcy and prohibit us from getting our money back

Orrr--from a glass half empty perspective maybe they want us to send them some more deposits 🙂

I was sitting here going through my charges and I had actually forgotten that SB did not refund the payments for the shore excursions when they sent out that flurry of emails in April.  Looking back at the emails they did in fact have the 60 day qualifier.  Also I discovered they left out for refund a 5-29 shore excursion to Bordeaux I had booked.  I think I'm going to call them to get this corrected and to make sure I'm scheduled for a trip refund and not FCC as I have no documentation of my choice.     

I received the following this morning from SB.  I wish they would communicate with me about my refund.

55 minutes ago, Paulchili said:

Why not contact your TA or SB as you have till June 1 to make sure that they have your proper request.

Yes--I'm calling SB tomorrow.

I was scheduled to sail:

May 23, 2020

SB canceled:

April 14, 2020

I requested a refund a few days later via the link they included with the cancellation email.  I was not provided a confirmation email of my selection of a refund and  have not heard anything since.  I'm a bit nervous that when I get to my 60 day supposed refund date that they issue me future cruise credits as I have no documentation of my election of a refund.  FCC is the default if you don't contact them by June 1st.  Very frustrating.  

While continuing to wait for my refund from SB I just experienced the way a different company deals with the problem.  When I started booking the trip back in January I took out travel insurance at a cost of something over $1,600.  As I recently read through the policy it looked like I basically had 15 days after it was issued to get my money back.  When all of the virus issue started I just assumed the money was gone as the policy certainly didn't cover pandemics.  I had basically written it off until one day last week I turned up the email address of the president of the company.  I wrote him a very nice note explaining how I had been a long time customer of their travel insurance and that I fully understood that they owed me nothing but I was requesting a refund as this trip was canceled due to no fault of my own.  I was not really expecting a response particularly from that level and pretty much forgot about.  Surprisingly a couple of days later I got a very nice email from someone in the president's office saying they were sorry my trip had been canceled and asking if it would be acceptable to me to take a full credit for my money that could be used during the next two years.  I was impressed as they owed me nothing.  I wrote the person back thanking them for the generous offer and how they handled this.  I also said I would prefer the flexibility afforded with a refund as my business is such that every other year is very busy and my travel plans are unknown in the midterm.  I told them I understood if that is not possible and would happily take the credit.  The next day I again got a very nice email from the person telling me the full amount of the policy had been returned to my credit card and that they hope I will be a customer in the future when travel resumes.  I replied that I certainly will.  What a difference.

I got separate emails yesterday from SB for each of the days I had reservations at the Thomas Keller restaurant informing me that those reservations had been canceled.  Thank goodness that was a priority for getting addressed.

My May 23 cruise canceled this week.  Their email said 90 days for a refund.  They also canceled the shore excursions also saying 90 days for refunds.  This is the first communications I've had from them since this thing began.  I have never been treated so poorly as a customer by a major corporation with so much money on the line.  Terrible.

I just received an email they are canceling through June 30th including our May departure from Lisbon.  Same terms as before 125% in credits or 100% cash refund.

This whole thing has been so poorly handled.  Their last update on their website was over a month ago.  Their doctor's video on the site "providing information you might find helpful" sounds so yesterday.  Most corporation's communications department would be in overdrive in a crisis like this to educate and protect their customer base.

11 hours ago, freddie said:

HappyFeet & Dusko - Even though I will admit that I was among those who have judged SB harshly for its clear emphasis upon delaying refunds and playing with FCC's in order to deal with cash flow, I very much appreciate your having pointed out that we should also look at priorities in a larger sense.   

 

We live an hour north of Seattle and about 45 minutes north of the epicenter of the Covid-19 outbreak in this area.  These are indeed not normal times by any measure.  I think that HappyFeet's analogy to waiting one's reasonable turn in an ER is quite apt in this matter, particularly in view of Dusko's accurate depiction of the dilemma faced by SB employees in Seattle trying to work from home and handle thousands of account adjustments.

 

I entirely agree that while at the end of the day SB must step up and handle all of these adjustments correctly, the suggestion that we should all immediately hold SB's feet to the fire in that regard is rather extreme, considering that we in this part of the country are facing a far more potent fire.

 

I think everyone gets it's a tough time for the cruise industry.  It's the lack of communications on the part of Seabourne that most people find offending.  Rule one in corporate communications is talk to your customers---frequently during a crisis.  I get daily emails from my car dealer, dry cleaner, grocery store, utility company, insurance company, bank, etc. etc., advising me of their status during the Caronavirus crisis and how it will affect me--their customer.   Seabourne has over $20K of my money and I have heard nothing.

I have found Seabourn's communications during this crisis to be appalling.  They have over $20K of my money for a trip scheduled in May that is clearly not going to happen.  The last update on their website was almost two weeks ago.  I have emailed them to inquire about the situation.  There has been zero response.  I know I can cancel and theoretically get future cruse credits.  But these have to be used by next year and that is a busy work year for me.  This would have been my first trip with Seabourn.  I wish I had not gotten involved with this company.  

4 hours ago, HappyFeet13 said:

I think their (smart!) strategy is to NOT cancel the cruises until the last minute. If Seabourn cancels the cruise, they have to refund all of our money. If WE cancel our reservations, we get their carefully-orchestrated FCC. They want as many people as possible to cancel and take an FCC before  Seabourn actually cancels the cruise. That is smart business on their part, as I'm sure they prefer issuing FCC's to sending back cash. I'm going to keep my 4-29 booking, and if Seabourn doesn't cancel the cruise, I will cancel my reservation and get an FCC on 4-24 or 4-25. 

Someone posted this the other day and I agree.  Though they have changed some of terms of when you can cancel and when you can rebook it is definitely not good if you have to take the FCC:

"Here are some issues with the future cruise credit being offered by Seabourn and why it could eventually cost you a lot of money if you end up cancelling as your cruise date became closer.

 

1.  In order to use the future cruise credit, you have to re-book within 90 days of cancellation even though the future cruise may be up to a year and a half away.  You can't use the FCC for your deposit, so you will have the deposit as well as full amount of FCC, perhaps 100% of the total cost, tied up for such period.  Given tight 90 -day window for re-booking, you won't be able to wait for one of Seabourn's periodic super-sales before booking.  This feature alone could cost thousands.

 

2.  Presumably, once you book, you will have no right to cancel or to re-price your cruise based on future Seabourn discounts which are typically offered from time to time during the period before 120 days prior to the cruise.  Again, a significant cost negative.

 

3.  Normal travel insurance at standard prices is unlikely to be available for something you can't cancel at any time for a period of up to a year and a half without the complete loss of the deposit and the FCC, which could be 100% of the cruise cost.  Also, would insurance even cover the loss of the FCC if you had to cancel because of sickness, death, etc.

 

4.  In the terms and conditions for the FCC stated by Seabourn, you can't combine the FCC "with any other  offers".  This could mean you might not be able to book at a sales price even if there was a Seabourn sale and other benefits being offered at the time you booked within 90 days of the cancellation.  No suite upgrade, no on-board credit, no additional 5% discount for Seabourn club membership, no free internet minutes, no air credit, and maybe no discounted price then being offered if there is an expiration date for such price in the sale.  This is a real potential cost negative.

 

5.  In the terms and conditions, Seabourn reserves the right to modify or withdraw the policy at any time without notice for any reason.  Significant risk that for financial reasons, Seabourn could cancel the policy, say in April, stating that the virus was not so bad, which means you could have a 75% cash penalty (with no right to an FCC for such amount) if you cancelled thereafter because you felt differently than Seabourn about the virus risk.

 

6.  Finally, in the terms and conditions, Seabourn states that the FCC may be subject to "additional terms and conditions as provided by Seabourn" without any clarification of what they could be. 

 

If Seabourn wants customers to stick with it during this uncertain period, the policy needs to be more customer friendly."

Seabourn has made additional changes to the recently revised cancelation policy.  You can now cancel 48 hours before sailing and you no longer have to book within 90 days.  The new policy provides for booking up until December 31, 2020.  The trip still must be taken by December 2021.  This is better but does not address the following concerns that someone else posted a few days ago.  Seabourn needs to address these very serious financial concerns for their customers should they have to cancel for a viral empidemic.

3 hours ago, Mauzac said:

Surely you won't lose 100% given SB's new cancellation policy?  

 

Here it is....

Now, you can book your cruise with confidence: cancel for any reason and receive a Future Cruise Credit in the amount of your cancellation fees. Some restrictions apply.

Bookings must meet the eligibility criteria below:
Cruise sailing prior to July 31st, 2020.
• Booking is cancelled no less than 48 hours prior to sailing
If your booking meets the eligibility criteria, your cancellation will be processed automatically and you will receive a confirmation with your Future Cruise Credit details in approximately two weeks

 

OK you won't get your money back but you will get a future cruise credit.  It covers Seabourn air and excursions also.  And my TA has confirmed that it covers existing cruises as well as newly booked ones.  

Here is what someone else posted regarding Seabourn's new cancelation policy:

"Here are some issues with the future cruise credit being offered by Seabourn and why it could eventually cost you a lot of money if you end up cancelling as your cruise date became closer.

 

1.  In order to use the future cruise credit, you have to re-book within 90 days of cancellation even though the future cruise may be up to a year and a half away.  You can't use the FCC for your deposit, so you will have the deposit as well as full amount of FCC, perhaps 100% of the total cost, tied up for such period.  Given tight 90 -day window for re-booking, you won't be able to wait for one of Seabourn's periodic super-sales before booking.  This feature alone could cost thousands.

 

2.  Presumably, once you book, you will have no right to cancel or to re-price your cruise based on future Seabourn discounts which are typically offered from time to time during the period before 120 days prior to the cruise.  Again, a significant cost negative.

 

3.  Normal travel insurance at standard prices is unlikely to be available for something you can't cancel at any time for a period of up to a year and a half without the complete loss of the deposit and the FCC, which could be 100% of the cruise cost.  Also, would insurance even cover the loss of the FCC if you had to cancel because of sickness, death, etc.

 

4.  In the terms and conditions for the FCC stated by Seabourn, you can't combine the FCC "with any other  offers".  This could mean you might not be able to book at a sales price even if there was a Seabourn sale and other benefits being offered at the time you booked within 90 days of the cancellation.  No suite upgrade, no on-board credit, no additional 5% discount for Seabourn club membership, no free internet minutes, no air credit, and maybe no discounted price then being offered if there is an expiration date for such price in the sale.  This is a real potential cost negative.

 

5.  In the terms and conditions, Seabourn reserves the right to modify or withdraw the policy at any time without notice for any reason.  Significant risk that for financial reasons, Seabourn could cancel the policy, say in April, stating that the virus was not so bad, which means you could have a 75% cash penalty (with no right to an FCC for such amount) if you cancelled thereafter because you felt differently than Seabourn about the virus risk.

 

6.  Finally, in the terms and conditions, Seabourn states that the FCC may be subject to "additional terms and conditions as provided by Seabourn" without any clarification of what they could be. 

 

If Seabourn wants customers to stick with it during this uncertain period, the policy needs to be more customer friendly."

×××××××××÷××××

14 hours ago, teamflames said:

The cynical side of me says this is an attempt to get people to take a fcc before the cruise is cancelled and a refund is mandatory. 
We have not taken any fcc early cancellation offers on any of our upcoming cruises, our Seabourn was cancelled with refund and 25% fcc we expect the same will happen with the other 2

I think this is exactly what is going on.  With Seabourn's new policy your last chance to cancel is 30 days prior to sailing.  They have not been canceling outside that 30 day window which ultimately forces you to take the FCC.

16 hours ago, Videopark said:

 

Look how simple and direct some cruise companies are doing:

 

"Holland America said it will offer all guests affected by the cancellations a full refund, a 50 percent future cruise credit and reimbursement of cancellation fees."

 

This is exactly what Seabourn needs to do if they want to avoid disgruntled customers.

29 minutes ago, zimflyer said:

 

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Not being a lawyer, but as a layman, I have already posted here my dissatisfaction with Seabourn handling of the matter of these disruptions, alterations and cancellations....

 

To read the above, which is essentially a .... " fake credit " ,  mostly due to the restrictive and very pro SB conditions

makes me regret even considering my SB 30+ day trip due to leave in 11 days.

 

I thought, despite everything, that we would wear the new, very mangled and 100% different itinerary, PROVIDED SB covered the costs of DIFFERENCE of the NEW air and hotels needed for the new embark/debark ports. Reasonable ?

 

We asked our travel agent to contact SB for reassurance. Travel agent emailed back and has told us that SB will not contact us by email or phone me. We am just to wait and see.... in other words, 5 weeks after we return home, THEY will decide WHETHER we get any recompense...

 

I am quitting posting here, I have said my piece. This company is very quick to accept large chunks of $$$, promise the earth to its clients in terms of service, but apparently this is onboard only...

 

Back in the counting house, we are very much numbers in the SB ledgers....

 

Anyone who lived in a seasonal tourist town knows that you can't piss off the local regulars, they are your bread and butter.... This company is not doing the right thing its being slow and secretive in acting...

 

Our Australian PM, (of whom I am not a big fan), did speak the truth yesterday, a very important matter when the chips are down....

 

Quote from Australian PM speech yesterday...

We need your perseverance, your planning, your enterprise. We need your common sense, we need your calm, we need your commitment. But we need your patriotism, as well.

We need you to support your workers, by keeping them employed. Hold onto your people, because you will need them on the bounce back on the other side. Wherever possible, support them - full-time, part-time, casual, including with paid leave if they need to take time off during the course of the virus.

We need you to support your small business suppliers by paying them promptly. Pay your suppliers not just in time, but ahead of time, especially now.

You know what, you want to know what you can do to keep Australians in jobs? Keep businesses in business? And support Australia through this crisis?

If you are a large business, go back to your office today, pay your supplier invoices and commit to pay them even faster for the next six months.

That is what sticking together looks like.

How you support your customers, your suppliers, your employees during the next six months and potentially beyond, will say more about your company, your corporate values and the integrity of your brand, than anything else you’ve likely done as an organisation.

 

Enough said....

Seabourn needs to provide their customers the opportunity for a refund given these circumstances.  Once this situation clears up I would certainly be back if they did that.  The current revised cancelation policy leaves a very bad taste in my mouth.  Unless things change the next time I cruise I will look at one of the other cruise companies and how they handled this situation.

10 minutes ago, legal holiday said:

Here are some issues with the future cruise credit being offered by Seabourn and why it could eventually cost you a lot of money if you end up cancelling as your cruise date became closer.

 

1.  In order to use the future cruise credit, you have to re-book within 90 days of cancellation even though the future cruise may be up to a year and a half away.  You can't use the FCC for your deposit, so you will have the deposit as well as full amount of FCC, perhaps 100% of the total cost, tied up for such period.  Given tight 90 -day window for re-booking, you won't be able to wait for one of Seabourn's periodic super-sales before booking.  This feature alone could cost thousands.

 

2.  Presumably, once you book, you will have no right to cancel or to re-price your cruise based on future Seabourn discounts which are typically offered from time to time during the period before 120 days prior to the cruise.  Again, a significant cost negative.

 

3.  Normal travel insurance at standard prices is unlikely to be available for something you can't cancel at any time for a period of up to a year and a half without the complete loss of the deposit and the FCC, which could be 100% of the cruise cost.  Also, would insurance even cover the loss of the FCC if you had to cancel because of sickness, death, etc.

 

4.  In the terms and conditions for the FCC stated by Seabourn, you can't combine the FCC "with any other  offers".  This could mean you might not be able to book at a sales price even if there was a Seabourn sale and other benefits being offered at the time you booked within 90 days of the cancellation.  No suite upgrade, no on-board credit, no additional 5% discount for Seabourn club membership, no free internet minutes, no air credit, and maybe no discounted price then being offered if there is an expiration date for such price in the sale.  This is a real potential cost negative.

 

5.  In the terms and conditions, Seabourn reserves the right to modify or withdraw the policy at any time without notice for any reason.  Significant risk that for financial reasons, Seabourn could cancel the policy, say in April, stating that the virus was not so bad, which means you could have a 75% cash penalty (with no right to an FCC for such amount) if you cancelled thereafter because you felt differently than Seabourn about the virus risk.

 

6.  Finally, in the terms and conditions, Seabourn states that the FCC may be subject to "additional terms and conditions as provided by Seabourn" without any clarification of what they could be. 

 

If Seabourn wants customers to stick with it during this uncertain period, the policy needs to be more customer friendly.

This is my first Seabourn trip coming up in May and it is not shaping up to be a positive experience.  While at first I was relieved when they changed the cancellation policy so I at least had an option to cancel though I had not considered the ramifications you mention.  Seabourn should, as you say, make this policy more friendly for their customers.  Or given that the U.S. State Department is urging people to not get on cruise ships, provide a refund.

10 hours ago, florisdekort said:

I wish people would leave US domestic politics out of this debate. 

They can't.  They're infected with Trump Derangement Syndrome.

Just call them up from the phone number on the website.  When I had questions about the new cancelation policy I called them and their travel advisor answered in a couple of minutes and answered my questions.

18 minutes ago, Astride said:

Thank you for this post. It is the most useful one I have read up to now as far as it relates to my personal situation.

They also told me depending on where a particular individual is within the Cancelation Fee Schedule money would be refunded to the customer including everything booked through Seabourn (airfare, shore excursions, etc).  For example in my case I'm currently at the 50% forfeit if I canceled today under the old rules.  With the new rules Seabourn would refund 50% of money back to me and give me a 50% credit on a future cruise within the new policy timeframe.

I just spoke to a Seabourn representative and they sent me this link to a new policy for canceling currently booked trips:

https://www.seabourn.com/en_US/book-with-confidence.html